No matter what size a business is, if a computer network is used then an IT support service is needed. This support can be from an internal or external IT department, but no matter whether the support is outsourced or not, it still needs to offer full ITIL (Information Technology Infrastructure Library) and Microsoft operating framework support.

What does Quality IT Support Offer?

Quality IT Support offers a wide range of services to a client, all of which are geared towards preventing an IT problem before it happens and to correcting problems that do occur. To do this they need to offer the following services:

Server Monitoring & Alerting:

Both performance reporting and proactive alerts are offered by any respectable IT support company or department and these warn of potential systems failures and resource utilisation issues.

Pro-active IT Support

Pro-active IT support lets an IT department or company manage servers, laptops and workstations in a way that allows them to function to the best of their ability 234/7. Proactive support measures include:

• Automated and manual server maintenance as well as automated PC support

• Comprehensive asset tracking

• Software upgrades, patch and security management

• Backup Support – This can include both Remote Backup and Localised Backup Support

Infrastructure Design and Consulting Support

A good IT support company or department needs to have a good understanding of individual IT needs before it can offer key IT solutions. To do this it will need to have a thorough knowledge of:

• Project Management

• Optimal IT system solution design. (This would include server consolidation, virtualization and Storage Solutions to name but a few.)

IT Governance and Legal Understanding Support

A top IT Support Company would need to have an excellent understanding of both local and international IT legislation. This would include knowledge of:

• SOX (Sarbanes–Oxley Act 2002 (USA))

• International SOX variations including Bill 198, CLERP9.

• King III Report – This is the South African corporate IT governance code

Account Management Support

Good account management support is paramount to the running of ant IT support system or service. This is why a virtual IT manager or key-account contact person is often appointed. This individual provides personalised service and regular IT support around key areas that include:

• Service review and escalation support

• Software license management support

• IT cost & budget management support

• IT security and risk management support